Crawford and Company Broadspire Phils., Inc.
Crawford and Company Broadspire Phils., Inc.

Help Desk Technician Level 1 | US  

Crawford and Company Broadspire Phils., Inc.

  • Taguig, Philippines
    Fort Bonifacio, Taguig, Metro Manila, Philippines
    Taguig
    Metro Manila
    Philippines
    Philippines
  • Full timeFULL_TIME

Expired 7 years ago

2017-04-09T16:00:00+00:00
Job closed.

Job Description

The Help Desk Tech provides professional, technical support for basic hardware, software and service based inquires. Serve as the initial point of contact for all Crawford technical computer related issues for internal and external customers.

Responsibilities:

  • Provides basic troubleshooting techniques for all computer software and hardware issues
  • Gathers information to enable incident resolution and promptly allocates incidents as appropriate
  • Resolves all basic technical support issues, tracks and documents pertinent information in a timely manner according to Standard Operating Procedures
  • Utilizes available tool set to monitor, identify and resolve basic problems
  • Escalates issues within Service Level Agreements, follows up and updates customers on status inquires
  • Partners with ICT and business contacts and effectively communicates relevant ICT company related matters to ensure rapid resolution
  • Complies with all specified department, unit and Help Desk Best Practices processes, goals and metrics
  • Follow agreed procedures, identifies, registers and categorizes incidents
  • Maintains records and advises relevant persons of actions taken
  • Preforms remote installation of approved software
  • Responds to incidents/issues logged by phone, email or portal
  • Ensures line management are immediately made aware of high priority or high impact issues
  • Manages, meets, and maintains service levels to ensure all incidents are dealt with in accordance with the SLA and internal KPIs
  • Completes daily system checklists for each region/country, notifying the relevant team if there are issues
  • Participates in special projects or performs duties in other areas as requested.

Minimum Qualifications

Education:

  • College or technical school education

Knowledge and Skills:

  • General understanding of the various lines of business within the entity, their function and importance to ensure solutions align with business needs.
  • Ability to apply basic analytical skills and present facts to ensure proper problem determination.
  • Professional oral speaking phone voice.
  • Communications, verbal and written that deliver an effective, clear, concise message.
  • Ability to listen attentively.
  • Working knowledge of Microsoft Office Suite, Windows, Lotus Notes.
  • Basic knowledge of computer fundamentals and related technical disciplines.
  • Self motivated, self learning aptitude.
  • Citrix or VMWare Application and Desktop Virtualization
  • Lotus Notes/Domino Support (Version 8 onwards. Any experience of Domino Administration would be beneficial)
  • MS Office 2013 (any experience of Office 2007/2010 useful)
  • Commitment to task in a fast paced environment.
  • Mobile Device Management Installation and Support
  • PC hardware break-fix identification
  • Printer operation and network printing installation and support
  • Demonstrable problem solving and analytical skills
  • Excellent organizational skills
  • A strong attention to detail
  • Good team-working ability, particularly within a small team and across borders
  • Ability to take on and complete small IT projects
  • Ability to adhere to standards and procedures for security and performance management
  • Demonstrates solid interpersonal, customer service and telephone etiquette skills.

Experience:

  • 2 years’ 1st lines support/Service Desk experience.
  • Preference for previous office and technical experience in a customer support environment.
  • Experience working in a role with a multinational focus would be beneficial as would any experience working for an organization that is SOX or other regulatory body compliant.

Decision Making/Interaction:

  • Ability to work independently and work well with others in and in a team based environment.
  • Makes decisions on basic issues, uses best judgment based on facts, findings and available tools to determine decision
  • Work closely within country support and development teams

​​​​​​​​​​​​​​​​​​​​​Special Requirements/Certifications:

  • Help Desk Certification preferred

Jobs Summary

Job Level
Associate / Supervisor
Job Category
IT and Software
Educational Requirement
Bachelor's degree graduate
Recruiter response to application
Often
Office Address
Fort Bonifacio, Taguig, Metro Manila, Philippines
Industry
Insurance
Vacancy
11 openings
Website
https://www.crawco.com/

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About Crawford and Company Broadspire Phils., Inc.

Based in Atlanta, Georgia, Crawford & Company (www.crawco.com) is one of the world's largest independent provider of claims management solutions to the risk management and insurance industry as well as self-insured entities, with an expansive global network serving clients in more than 70 countries. The Crawford System of Claims Solutions offers comprehensive, integrated claims services, business process outsourcing and consulting services for major product lines including property and casualty claims management, workers’ compensation claims and medical management, and legal settlement administration. The Company’s shares are traded on the NYSE under the symbols CRDA and CRDB.

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